Vocational Shift Leads to New Lease on Life

“I’m just so grateful for the training course.” - Luka

When Luka Logologo left school, he followed his instincts towards a career path in helping and caring for people. Luka explains, “I thought I was going to be a nurse, so most of the jobs that I had were in healthcare, and supporting people.” Luka worked for many years in rest homes, residential homes and rehabilitation facilities, but the work took its toll. He says, “It really started to affect my mental health. Over time it was not good for myself and my wellbeing. It was just a struggle.”  For Luka, it triggered a period of living “in a muddle”. He reflects, “I just felt like I hit a roadblock and was really unhappy, and I made bad decisions after that. I got on the benefit for a long time because of it.”

Eventually through his Case Manager at Work & Income, Luka met Capital Training staff and learned about the Employment Preparation course offered by Capital Training, for contact centre opportunities.  The four week programme is funded by the Ministry of Social Development (MSD), for Work & Income clients. Students on the programme gain insights into working in a contact centre with training in customer service, conflict management, health and safety, computer navigation, how to prepare for the interview process and more.

Having previously started study years before, Luka was unsure if he would be eligible for the free programme. He explains, “I didn’t think I would be able to change vocations. I didn’t think I would be able to study again.” He was pleased to discover there were no barriers to the contact centre programme, “The course is funded by Work & Income and you don’t have to pay for it, and they even pay for your travel. It’s a no-brainer to go, I reckon.”

Understandably though, he had reservations. He was determined to go straight into employment and felt that a pause for training may not be the best use of his time.  As well, his previous experiences in education had not been positive. However the environment in the Capital Training centre soon changed his mind, “The staff at Capital Training were really supportive. They go the extra mile. There were lots of times when I didn’t understand things, and they would offer one-on-one time. It just showed me they really want the best for you. It’s not just a job for them. Once I got started, the course at Capital Training made me want to study longer, because of the way that they teach you.”

Now, Luka is employed by MSD, as a member of the team that takes calls coming in on the 0800 number for Work & Income.  He says the skills that he gained from his time at Capital Training are now coming into play in his new role, “Had I not spent that time at the course refreshing my skills, I would have been lost. Everything that I learned has helped; navigating a computer, new office jargon, and the processes and procedures that make my job easier. I have found it all really helpful for me to move forward.”

The programme also gave him strategies for coping with the sometimes difficult aspects of his role, “At Capital Training, we ran lots of scenarios for challenging customers. At the time, I thought that it might be a waste of time. But that’s the majority of the customers that I deal with. They are quite challenging - of course they are, because they are struggling. Capital Training really prepared me to work with these clients, and built my resilience before I left. I feel like I can help those people a lot more. I don’t take it personally, because we were taught how to handle them, and how to communicate with them.”

An added bonus of the training programme was the connections that he made with fellow course mates, “Most of the students could relate, because we were all in the same boat. I felt like we all had a shared goal and it brought us closer. I’m still in touch with lots of the trainees that I met there, and I’ve developed strong friendships from the course.”

Furthermore, Luka has ongoing support from Capital Training staff, “I’m still in touch with the tutors there - they are still my mentors. I feel like I can message them when I’m struggling with something.  They are really awesome. I have so much respect for them, and I’m just so grateful for the training course.”

Since gaining employment, Luka has also secured a new place to live, and is encouraged by the incremental improvements in his life overall, “It’s the little things that I’m changing. It’s just amazing.”  He is now in a position where he can recommend the course to others. He says, “If you are serious and really want to grow professionally, or want to change vocations, then Capital Training is the best place to go. It’s the only place to go, I reckon.”

A particular highlight that Luka is keen to share with others is the control that he has regained over his financial situation, “Before I started the course at Capital Training, I was up to my shoulders in debt.  I felt overwhelmed with all my debt and with my finances. Things are looking better now. I’ve got help from people, and from my workplace. I’m starting my debt-free journey where I’m paying everything off now, and I feel good. I’m not scared anymore. It’s great that I’m doing something about it now, and not leaving it in the dark. I know a lot of people are going through that. I want people to know that they can come out the other side.”